f8

Order Confirmation and Thank-you at a glance

Site Genre: Pattern Group f

magnify imageFigureF8.1 The order confirmation and thank-you page makes it clear to the customer that the order has gone through. It also shows the date of the order, the order number, and all items in the order. This is a printable order confirmation and thank-you page from snapfish.com.

Background

After completing the QUICK-FLOW CHECKOUT (F1) on a PERSONAL E-COMMERCE (A1) site, customers like to have a receipt for their order. In the SHOPPING CART (F3) pattern, items are collected and summarized. Then QUICK ADDRESS SELECTION (F4), QUICK SHIPPING METHOD SELECTION (F5), and PAYMENT METHOD (F6) selection follow. In the ORDER SUMMARY (F7), customers review their order and decide to finalize it. This pattern, representing the last step in the QUICK-FLOW CHECKOUT (F1), and depicted as the final step in a PROGRESS BAR (H13), confirms the order and items entered in these other patterns.

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PROBLEM

If, after completing their orders, customers do not get confirmation or a receipt indicating that the order has gone through, they will be unsure of their order status and have to work to find confirmation evidence.

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SOLUTION

magnify image FigureF8.4 An order confirmation page lets the customer know that an order has been processed successfully. It provides summary information to record what was purchased and the specifics of the billing and shipping for future reference.

Confirm each order and thank the customer for shopping with you on a printable page that displays the order number, the order date, and all the order information, including items purchased, quantities, product prices, shipping prices, tax, total, and shipping and billing information. Provide an action button that allows customers to continue shopping, and cross-sell them on other products that they might be interested in purchasing.

Other Patterns to Consider

Provide a PRINTABLE PAGE (D8) that displays all the elements from the previous ORDER SUMMARY (F7) page. Consider sending an E-MAIL NOTIFICATION (E7) that summarizes the order and provides a receipt to let the customer know that the order was received properly. Include a HIGH-VISIBILITY ACTION BUTTON (K5)H- on the thank-you page that lets customers continue shopping, in case they forgot something. By CROSS-SELLING AND UP-SELLING (G2), suggest other products that might interest them. Link to your return policy to enable EASY RETURNS (F9) and to assure customers that they can change their minds if they’re not satisfied.

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